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This action is deprecated. It still works. For new automations, we recommend building an Agent. An Agent can read the ticket, apply your quality standards, and write the score back in one step.
Ticket QA is available only as a triggered action in workflows.

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Quick start

1

Add to closure workflow

Add the action to workflows triggered when tickets are marked as resolved or closed.
2

Define scoring criteria

Set up your quality standards including what aspects to evaluate and your scoring scale (1-5, 1-100, etc.).
3

Configure storage (optional)

Set up custom fields in your PSA to store quality scores and detailed explanations.
4

Add follow-up actions

Use “Update Ticket Fields” to save scores and “Notify Internal Team” to alert about low-quality tickets.

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How it works

  1. Reviews ticket content - Examines notes, resolution details, and communication history
  2. Applies your criteria - Evaluates aspects like resolution clarity, response time, and professionalism
  3. Assigns scores - Provides numerical quality score based on your scale
  4. Documents reasoning - Explains why the score was given and what could be improved
  5. Stores results - Can save scores and explanations in custom PSA fields

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Setup

Scoring criteria: Define what makes a good ticket resolution, including aspects to evaluate, scoring scale, and weight for each criterion. Storage options: Choose whether to save scores and explanations to custom fields in your PSA. Review scope: Decide whether to include Neo Agent’s automated actions in the quality review. Custom field names: Specify which PSA fields to use for storing quality scores and explanations. The custom fields you choose must be set up as text fields in your PSA, and the names must match exactly.